Online shopping and dispute refund

ldncase

I purchased from some well-known brand, and I returned a unwanted item back to them via post. The thing is, the free return label is provided by this company, and there is a return tracking number against the order. Obviously the parcel has been signed by them and the company knew that. They just claimed they couldn't find the parcel. So they force me to sign a declaration form as they said it is just their 'standard procedure'. However, this form contains legal terms that sound strange and not to mention disrespected.


I mean I have never heard of such a thing. I still have the receipt of postage. Instead of asking me to provide it, they made like this is all customer's fault so I have to declare something. The thing that really made me sooo furious was their customer service should say there was no proof I returned this specific item, therefore the form is needed. In other words, they have not only lost the parcel, and they had the nerve to question my honesty.


Should I sign this form? Or shall I seek for the help from my bank or PayPal?


Thanks.

grumbler

You question makes no sense as you don't say what form/declaration it is and what 'strange' legal terms it contains.

And if you have a proof of postage, not a proof of delivery, it is possible that the company hasn't received anything.

ldncase

It is a form written and provided by the company, which states that it is a legal binding document, and by signing this, the form can be used for any police and legal investigation if necessary.

Really??? This is just online shopping! The form states pretty much like the words I just mentioned. I just hate the way they put it, a very threatening tone. I'm not talking about a form with lots of T&C. The form is quite brief, and in my eye they just want to empower themselves by asking customers to sign this nonsense.

Proof of delivery? That sounds even weirder! Am I the courier? Am I a member of their staff? It has been signed by them, and the record is very clear. It is a method and tracking number provided by them. If the company did not receive it, they should ask their warehouse staff or the courier, not me.

grumbler

ldncase wrote: »

It is a form written and provided by the company, which states that it is a legal binding document, and by signing this, the form can be used for any police and legal investigation if necessary.

And?
Any document that you ever sign can be used.

Really??? This is just online shopping! The form states pretty much like the words I just mentioned. I just hate the way they put it, a very threatening tone. I'm not talking about a form with lots of T&C. The form is quite brief, and in my eye they just want to empower themselves by asking customers to sign this nonsense.

It's still absolutely unclear what exactly you declare - and this is the only what really matters. Paranoia springs to mind.

Proof of delivery? That sounds even weirder!

Really?
I don't know how the return was arranged, but normally it's a contract between you and the courier to deliver the goods to the company. If the courier loses the item, it's your problem to sort out with the courier, not the addressee's.

Am I the courier? Am I a member of their staff? It has been signed by them, and the record is very clear.

Signed by whom? If by the addressee then it is a proof of delivery, not just a proof of sending.

It is a method and tracking number provided by them. If the company did not receive it, they should ask their warehouse staff or the courier, not me.

They possibly can, but do they have the number? And if it wasn't delivered, normally it's your problem, not theirs, but this depends on how it was arranged.

fruitisbad

Being able to be used as evidence and investigation by police is standard, it's just meant to be legally binding in the way that you are stating you did send it, you aren't lying about sending it to try and keep the product and get a refund. I'd had to sign a similar thing for Royal Mail last week when something hadn't been delivered.

ldncase

"Any document that you ever sign can be used."




I am aware of that. That is why I am always very careful when asked to sign anything. I think I just hate the way they put it. It is a very short form which states the pretty much words I mentioned. If they provided a form with better phrasing I would be OK to sign it.







"It's still absolutely unclear what exactly you declare - and this is the only what really matters. Paranoia springs to mind."






But to think in this way, the parcel has been signed by them, and they said they couldn't find it. For me, it sounds it is all about them. What if they finally found the parcel and they're sooooo stupid to mix it up with other customer's stuff? You can say I'm being paranoid, but I just don't like this way, like everything is claimed and informed by them.





"Really?
I don't know how the return was arranged, but normally it's a contract between you and the courier to deliver the goods to the company. If the courier loses the item, it's your problem to sort out with the courier, not the addressee's.
Signed by whom? If by the addressee then it is a proof of delivery, not just a proof of sending."

"They possibly can, but do they have the number? And if it wasn't delivered, normally it's your problem, not theirs, but this depends on how it was arranged."




I've explained that before. The delivery method and tracking number were provided by the company. The record shows it's been signed already. Big companies normally have people to sign for their bulk mails/parcels, and the record shows clearly their distribution centre has got the parcel.

ldncase

fruitisbad wrote: »

Being able to be used as evidence and investigation by police is standard, it's just meant to be legally binding in the way that you are stating you did send it, you aren't lying about sending it to try and keep the product and get a refund. I'd had to sign a similar thing for Royal Mail last week when something hadn't been delivered.

I know what you meant. I am OK if they put it in a nicer way.
I think one thing that really made me really angry was when I phoned their customer service, I was told that even if the parcel has been signed by them, it doesn't mean I actually returned the item I claimed. For someone that has been contacting them and waiting for the refund for more than one month, I was just feeling sooo disrespected.

Johnnytwostep

Pass the tinfoil, I will make the hat

tomtontom

"Disrespected"? Any reason for the wannabe gangster speak?

Sign the form and get it back to them. Refund issued. Problem solved.

ldncase

tomtontom wrote: »

"Disrespected"? Any reason for the wannabe gangster speak?

Sign the form and get it back to them. Refund issued. Problem solved.

Sorry, English is not my mother tongue. I was just trying to express I cannot stand this less customer-oriented service. That's all.

tomtontom

ldncase wrote: »

Sorry, English is not my mother tongue. I was just trying to express I cannot stand this less customer-oriented service. That's all.

They are just asking you to sign a standard document written in plain English. I'm not sure how they could phrase it differently?